Patient Service Representative (PSR)

Description

We are seeking a dedicated and compassionate Patient Service Representative to join our healthcare team. The ideal candidate will serve as the primary point of contact for patients, ensuring a positive experience by providing exceptional customer service. This role involves scheduling appointments, managing patient records, answering inquiries, and facilitating effective communication between patients and healthcare providers.

Requirements

Patient Service Representative-l

Responsibilities

• Greets patients as they arrive and manages 20-minute wait time.
• Assists patient with intake processes including copying required documents.
• Collects co-payments, co-insurance and deductibles and issues receipts.
• Manages cashier box and daily deposits according to company policies.
• Processes walk-in patients and visitors.
• Answers phones and schedules appointments (special focus on physician requested return visits).
• Schedules referrals as indicated. 
• Assists with patient outreach as applicable (e.g., next-day reminders).
• Manages medical records (maintains, files/scans, prepares for schedule).
• Ensures all correspondence is scanned and/or filed in timely manner. 
• Performs all other related duties as assigned

Education, Experience and Skills

• High school graduate or GED required.
• One year of related work experience including data entry. 
• Working knowledge of medical office procedures and medical terminology.
• Ability to accurately sort and file materials by alphabetic or numeric systems 
• Effective communication and customer service skills required (AIDET).
• Successful initial competency assessment, following rotational training.
• Excellent interpersonal skills
• Ability to always communicate clearly and effectively with patients and other external parties in a courteous and friendly manner
• Must be detail-oriented and highly organized
• Firm grasp on administrative processes, and organizational policies
• Knowledge of patient care and examination procedures
• Must be able to maintain confidentiality at all times
• Microsoft Office Suite
• ICD-10 and CPT experience preferred
• Proficient in patient check in, check out and referral process.

Patient Service Representative-II

Responsibilities

• Perform all responsibilities for PSR-I
• Assist in training and evaluation of new hires
• Assisting other PSRs and providers in need
• Assisting PSR-Team Lead as directed
• Solves issues of moderate complexity
• Assists in training of new PSR’s
• Performs all other related duties as assigned

Patient Service Representative-lll

Responsibilities

• Performs all responsibilities for PSR-II
• Informs patients about delays and wait times
• Maintain confidentiality pf Patient PHI and other related information according to Practice practices and HIPPA
• Reviews end of day reporting and confirms that all Medicare patients are scheduled for MCAWE. Answers any questions patients may have.
• Assist with achievement of new patient goals by discussing positive qualities of the practice during check out.   
• Understands practice goals and new patient process
• Assist in re-evaluation and retraining process for PSRs on PIP or other competency improvement plans
• Make sure early and late PSRs schedules are set
• Assist practice manager on clinical tasks as directed
• Assist with patient complaints as needed
• Guide patients and clinical staff to the proper authority for any issues
• Assist with clinic scheduling problem solving, patient wait times, and other areas of concern to increase efficient and quality services
• Performs all other related duties as assigned

Patient Service Representative- Senior

Responsibilities 

• Performs all responsibilities of a PSR-III.
• Serves as a subject-matter expert and point of contact for colleagues, assisting with questions, troubleshooting processes, and resolving moderately complex issues.
• Supports a collaborative work environment by sharing organizational knowledge, best practices, and procedural updates with PSR staff.
• Serves as a mentor and resource for junior PSRs to enhance team learning and development (non-supervisory).
• Assists in the re-evaluation and retraining of staff for competency improvement plans.
• Ensures efficient clinic operations by assisting with problem-solving in areas such as scheduling concerns, patient flow, and wait times.
• Monitors adherence to office protocols and organizational policies while escalating unresolved issues to the practice manager.
• Facilitates process improvements based on patient or staff feedback, focusing on enhancing service quality and efficiency.
• Maintains confidentiality of patient PHI and other information in compliance with organizational policies and HIPAA standards.
• Performs all other related duties as assigned.

Key physical and mental requirements:

• Ability to lift up to 50 pounds
• Ability to push or pull heavy objects using up to 50 pounds of force
• Ability to sit for extended periods of time
• Ability to stand for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to use logical reasoning for simple and complex problem solving
• Ability to travel to multiple locations to support business needs as required

FLSA Classification: Non-exempt

Southeast Primary Care Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

12/2024